Tolu Oshonowo
Customer Service Representative
Miami Beach
Summary
Dedicated and results-driven customer service professional bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Proven track record in effectively addressing customer inquiries, providing solutions, and maintaining strong client relationships by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
11
11
years of professional experience
2
2
Certificates
Work History
Online English Tutor (Part-Time)
Cambly
Remote
07.2020 - 10.2023
- Conducted engaging online English lessons for non-native speakers, focusing on grammar, phrasing, and conversational skills.
- Utilized in-lesson translation technology for struggling students, providing constructive feedback for error correction and positive language patterns.
- Recorded video sessions for students, allowing review and enhancing their language proficiency, resulting in a 25% improvement in speaking and listening skills.
- Maintained records of student progress and provided feedback leading to a 20% increase in student satisfaction and retention.
- Adapted teaching methods to each student's unique needs, achieving a 15% increase in student success rates.
Remote Customer Service Representative
Progressive
Miami, FL
04.2020 - 09.2023
- Successfully promoted Progressive products and tailored insurance solutions.
- Resolved complex customer inquiries, resulting in a 25% increase in customer satisfaction.
- Efficiently set up new claims and recommended supplementary options, enhancing customer loyalty and cross-selling.
- Demonstrated empathy and problem-solving skills, contributing to a 30% increase in issue resolution efficiency.
Remote Customer Service Representative
Randstad
Remote
01.2017 - 03.2020
- Responded to health insurance inquiries via telephone, providing correct information and solutions.
- Analyzed and resolved problems, improving problem resolution efficiency by 30%.
- Maintained monthly communication with clients, enhancing relations and service quality.
- Displayed tact and empathy when addressing customer needs, resulting in a 15% increase in satisfaction.
- Demonstrated deep understanding of organizational processes, procedures, and health insurance coverage.
Front Desk Associate
Gold's Gym
Akron
05.2012 - 11.2016
- Welcomed and engaged members and guests with enthusiasm, ensuring a friendly and positive environment.
- Maintained security and control at the front door and retail area, contributing to a safe gym atmosphere.
- Efficiently managed member check-ins, achieving a 40% reduction in errors.
- Proactively resolved delinquent accounts, resulting in a 25% decrease in overdue payments.
- Precisely registered guests, reducing check-in errors by 20% and streamlining the entry process.
- Directed guests and appointments promptly to fitness consultants, contributing to a 30% reduction in wait times.
Education
BBA - Business Administration And Management
University of Akron
Akron, OH 02.2012 - 12.2016
Skills
Strong Leadership Skills
Problem Resolution
CRM Software
Call Center Operations
Communication Skills
Organizational Processes
Account Management
Data Entry
Certification
Certified Customer Experience Professional, CSIA
Timeline
Online English Tutor (Part-Time)
Cambly
07.2020 - 10.2023
Certified Customer Service Professional, NCSA
06-2020
Remote Customer Service Representative
Progressive
04.2020 - 09.2023
Certified Customer Experience Professional, CSIA
02-2018
Remote Customer Service Representative
Randstad
01.2017 - 03.2020
Front Desk Associate
Gold's Gym
05.2012 - 11.2016
BBA - Business Administration And Management
University of Akron
02.2012 - 12.2016